Teams at Financial Ombudsman Service

Investigate consumer and small-business complaints involving pensions, investments, and insurance. Manage an independent caseload, examine evidence, assess rules and regulations, make fair and balanced decisions, meet service targets, and communicate findings clearly and empathetically to customers and financial businesses. New investigators receive up to six months of academy training before assuming casework responsibilities.

Support senior leaders by managing complex diaries and inboxes, resolving scheduling conflicts, coordinating meetings and events, preparing information, monitoring actions and risks, and maintaining stakeholder relationships. The role requires discretion, initiative, sound judgment, strong communication, accuracy, and the ability to manage competing priorities independently. It is a 12-month fixed-term position with hybrid working in London.

Handle inbound calls as first contact for customers, set up and accurately record complex complaints, ask probing questions, provide empathetic clear guidance, protect confidential information, and work to performance targets following onsite training. Support diverse and vulnerable customers and escalate or progress complaints using internal systems.